Role Summary

The Customer Support Agent is responsible for managing incoming customer interactions through calls, emails, and other communication channels. The role provides accurate information, processes orders efficiently, and ensures prompt Level 1 (L1) issue resolution across sales, technical, and operational queries. This position plays a critical role in maintaining a high standard of customer satisfaction and operational excellence.

Key Responsibilities

Handle and resolve customer queries via phone, email, and other channels.
Provide product and service information to customers.
Process orders accurately in the system and coordinate with relevant teams.
Perform L1 troubleshooting and escalate unresolved issues appropriately.
Maintain detailed and accurate customer interaction records.
Ensure adherence to service level agreements and quality standards.

Essential Requirements

NQF Level 4 or equivalent in Electrical, Mechatronics, or a related technical field.
2+ years’ experience in a customer support role.
Strong verbal and written communication skills.
Ability to multitask and prioritise in a fast-paced environment.
Working knowledge of ERP and Workspace systems.
Experience in a technical or industrial environment.

Beneficial Requirements

Familiarity with sales order processing systems.
Problem-solving and conflict resolution skills

Work Environment & Compensation

Location: Regional Branch.
Travel: Minimal.
Working Hours: Standard business hours.
Compensation: Based on Paterson C2 grade, aligned with market benchmarks.

Organisational Context

At EM, we are driven by the purpose of “Making connections, powering tomorrow.” We power our customers’ worlds by integrating quality products into innovative solutions, supported by people who are passionate about service.

Vision: Advance the lives of every person in Southern Africa sustainably through electrification and automation.
Mission: Connect with customers by deeply understanding their evolving needs; promote brands and solutions to solve tomorrow’s problems today; and partner across the value chain in a sustainable, easy-to-do-business way.

Values

Open – We communicate honestly and transparently, listening deeply to differing views.
Loyal – We serve our customers, colleagues, and manufacturers with integrity and dedication.
Brave – We go beyond comfort zones, taking on new challenges with courage and vision.

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Customer Support Agent